I joined Pro in August 2019 as a Technical Analyst working within our Technical Accounting team. My initial role was challenging at first as I was working on Lloyds and London Market insurance. I had previous experience with London Market insurance but not Lloyds of London and it was a very interesting learning curve. I was fortunate to be able to visit the Lloyds building in London which helped me to understand the history of Lloyds and how business is transacted.

Having developed my Lloyds and London Market experience, I was given the opportunity to be a team leader and manage a team responsible for providing Lloyds Broker Services for our client. My role now includes looking after the team’s day to day needs; allocating work, helping with queries and reporting to our client on monthly progress.

My first role within Pro was an Assistant Technician within the Underwriting Support section of Insurance Services and I was tasked with Risk Capture for a Lloyd’s Syndicate. This role mainly consisted of reviewing Market Reform Contracts and Endorsements for specific sets of data and then recording this into our client’s bespoke system. I was also tasked with quality checking other team members work to ensure that our right first-time statistics were consistently maintained above the 95% set out in our Service Level Agreements.

Since December 2020 I have been leading a team within the Technical Accounting section of Insurance Services working alongside a London Based Broker and my current role includes leading a team to achieve high results on a multitude of different functions, including; Premium Processing, Closings, Accounts Receivables and Credit Control. I also liaise with our client via email, phone calls or face-to-face in their London Office to ensure that all Service Level Agreements and legislations are adhered to and discuss where improvements to processes can be made and how these can be implemented to ensure smooth business operations.

I am the Operations Leader for Underwriting Services. Within Underwriting Services we have around 120 people that provide data entry, policy administration and data cleansing services to 20 insurance and reinsurance companies that operate within Lloyds of London and the London Insurance Market. My role is to work with my Team Managers to ensure client services are delivered on time and to agreed quality standards, work with new clients to plan and onboard new services, regularly meet with existing clients to discuss service performance and to support the wider team with recruitment and personal and career development planning and opportunities.

As Head of Operational Performance, I am accountable for driving and measuring operational metrics including gross margin, utilisation and ultimately P&L profitability. Working across all of Pro, I often work closely with our Heads of Verticals, Operations managers, and Executive team to strategise operational challenges, drive consistency in operational processes and initiate business projects to gain efficiencies.